Daycare Policies

1. Booking Information & Policies

a) Essential Information for New Clients

New clients must complete the new client intake form before booking services. Once approved, you will receive an email with a confirmation and a link to schedule your New Client Assessment.

b) Account Creation and Assistance

Your account is created after completing your first order (New Client Assessment). For password recovery, visit the My Account page and click “Forgot Password.” If issues persist, email us at info@hugsandkisses.ca with your full name, phone number, and a brief explanation.

c) Booking Guidelines for Registered Clients

Registered clients must log in before purchasing services. Bookings can be made via the My Account page. Existing packages must be fully utilized before purchasing new ones.

d) Payment Policies

We accept Visa, MasterCard, American Express, e-transfers, and cash (exact change only). For e-transfers, send payment promptly to pay@hugsandkisses.ca. Sessions or packages are not approved until payment is received.

e) Support Contact Details

For inquiries, email info@hugsandkisses.ca. For emergencies, call 604-625-4411.

2. Daycare Policies

a) Health and Wellness Requirements

Dogs must be in good health to attend daycare. If your dog shows signs of illness, call 604-625-4411 to cancel.

b) Appointment and Approval Policies

All appointments require approval. Floater clients must email us for session approval before booking.

c) Package Usage and Expiry Rules

Packages expire as follows:

• 5-Day Packages: 30 days
• 10 and 20-Day Packages: 60 days

Unused or expired sessions cannot be refunded or extended, except in cases of medical reasons or daycare closures.

To avoid session expiration, book all daycare days before the expiration date of your package.

d) Rescheduling, Cancellation, and Credit Policies

Appointments can only be rescheduled with at least 2 days’ notice via email at info@hugsandkisses.ca. Cancellations are not permitted. If daycare is canceled, package holders will receive a credit; single-day clients will receive a coupon.

e) Emergency Contact and Incident Reporting

Contact us at 604-625-4411 or info@hugsandkisses.ca in emergencies. We will notify you of any incidents involving your dog.

f) Delivery Vehicle Rules

Dogs must have a bathroom break before pick-up. Non-medical messes in the vehicle will result in a $250 cleaning fee. Repeat issues may lead to daycare removal.

g) Communication and Assigned Days

Please stick to assigned days for your dog. Requests for changes can be submitted via email. We will inform you of any schedule changes or if your dog appears unwell.

h) Pickup and Drop-off Information

We do not offer scheduled pick-up times. Dogs are picked up and dropped off according to their location.

Pickup Window: 7:30 AM – 9:30 AM

Drop-off Window: 2:00 PM – 4:00 PM

3. Additional Notes

a) Appointment Confirmation

Ensure you receive a confirmation email for each appointment. If not, log in to your account and check.

b) Monthly Schedule and Adjustments

Schedules are released monthly, around the 15th. Updates are shared via the newsletter.

c) Holiday Scheduling Policies

For holidays, email us to request a different day if your regular day is unavailable.

4. Technical Issues with Booking

a) Booking Troubleshooting

1. Log in to your account.

2. Verify your package hasn’t expired—expired packages will no longer appear in your account.

b) Expired Package Guidelines

All sessions must be booked before the package expires. Medical or closure-related exceptions may warrant issuing a coupon on a case-by-case basis.

To avoid session expiration, book all daycare days before the expiration date of your package.

c) Reporting Technical Problems

If you have an issue with your bookings, please email info@hugsandkisses.ca. Provide detailed descriptions and, if needed, photos of the issue via email. Please allow time for resolution.

5. Doggie Daycare Attendance Policy

a) Attendance Requirements

Dogs must attend daycare at least once per week to maintain socialization and familiarity with the environment.

b) Importance of Attendance

The attendance policy at our dog daycare helps maintain structure while ensuring the safety and well-being of all dogs.

Regular attendance allows staff to become familiar with each dog’s behavior and needs, enhancing the quality of care and handling.

Consistent interaction within a stable group can help reduce anxiety and prevent behavioral issues.

6. Website Privacy Policy

a) Access Policy

Access our privacy policy here.